Determinants of Smart Digital Infrastructure Diffu

Determinants of Smart Digital Infrastructure Diffusion
for Urban Public Services

Bhaskar Choudhuri, Praveen Ranjan Srivastava, Shivam Gupta, Ajay Kumar,
Surajit Bag
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Bhaskar Choudhuri, Praveen Ranjan Srivastava, Shivam Gupta, Ajay Kumar, Surajit Bag. Determi-
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Journal of Global Information Management
Volume 29 • Issue 6
Determinants of Smart Digital Infrastructure

Diffusion for Urban Public Services
Bhaskar Choudhuri, Indian Institute of Management, Rohtak, India
Praveen Ranjan Srivastava, Indian Institute of Management, Rohtak, India
https://orcid.org/0000-0001-7467-5500
Shivam Gupta, NEOMA Business School, France*

https://orcid.org/0000-0002-2714-4958
Ajay Kumar, EMLYON Business School, France

https://orcid.org/0000-0002-8187-4169
Surajit Bag, Rabat Business School, International University of Rabat, Morocco

https://orcid.org/0000-0002-2344-9551
ABSTRACT
The Government of India’s ‘Digital India’ initiative intends to build a robust digital ecosystem that
fosters innovation and entrepreneurship enabling better citizen service and citizen empowerment.
Digitization in India involves geo-demographic and socio-economic dependency, choice of smart
technologies undergoing rapid innovation, strategic roll-out planning, and flawless implementation
as prerequisites of technology diffusion and benefit realization. This study identifies technical and
non-technical determinants of smart digital framework roll out that can accelerate digital diffusion in
urban public services in India. This study follows inductive exploratory method, combining grounded
theory and text mining for primary data analysis. The study reveals digitization is an ecosystem of
private and public enterprises and citizen participation, identifies integrated use analytics and IoT can
enable connected smart city, whereas technology cost, digital literacy, and sustainable innovation are
identified as non-technological determinants towards resilient urban digital infrastructure in India.
Keywords
Digital India, Digital Infrastructure, Rapid Innovation, Smart Technologies, Social Entrepreneur
1. INTRODUCTION
Government of India launched the Digital India program in 2015, encouraging innovative use of smart
digital technologies by public and private enterprises, promote social entrepreneurship to bring in
speed and transparency in public services delivery. This nationwide program vision is to empower
citizens through robust digital infrastructure leading to on-demand services and governance delivery
(DigitalIndia, 2020). Digital India has seventeen sub visions as explained in Figure 1, whereas there are
numerous technology initiatives under Infrastructure programs Digital Identity, Center of Excellence
for Internet of Things (IoT), DigiLockers, MyGov, SmartCity are a few noted ones. Complementary
DOI: 10.4018/JGIM.295976 *Corresponding Author

This article published as an Open Access article distributed under the terms of the Creative Commons Attribution License
(http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and production in any medium,
provided the author of the original work and original publication source are properly credited.
1
programs like Start-up India, Skill India in addition to Digital India created a framework to encourage
social entrepreneurship, knowledge-intensive innovative usage of smart technologies, the ecosystem
of public-private -participation in digitization, incubate localized applications leading to efficient
and transparent public service delivery.
Figure 1. Digital India Program (Source: https://csc.gov.in)
1.1. India’s Digital Journey

Several factors motivated India’s digital drive recently. Post 2015 India’s technology and scientific
innovation got linked to sustainable development objectives (Surana et al., 2020), government’s self-
reliant India policy triggered local innovation and entrepreneurship (Goyal & Garg, 2021), Covid19
amplified reliance digital platform’s capability and availability impacting impacted citizen’ life and
livelihood (Lai & Widmar, 2021). Saxena (2018) cited anti-corruption and transparency in service
delivery motivates government driven innovation, but Kumar and Kumara (2018) pointed out that
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motivations vary on maturity level, socio-economic strata, urban, semi-urban and rural demography,
education and computer mobile penetration. On the other hand, India’s flagship IT industry of 191
B US $ contributes to 8% of India’s GDP employing nearly 5 million knowledge workers (Nasscom,
2020). However, 70-80% of the IT sector is focussed on international business (Statista, 2020), which
reoriented to domestic business due to global geo-political factors. Domestic digitization increased
lately with private and public sectors adopting technology for better quality, competitiveness and
efficiency, rapid technology innovations whereas Government pushed for cost effective, high quality
and transparent digital delivery of citizen services. This resulted domestic digital industry growing
over next 5 years, where Research and Markets (2020) predicted nearly 75% growth of Indian digital
industry advancing to a 700 billion US$ market size.
1.2. Digital Transformation and Governance

It is important to note that Digital India program is not about digital governance or e-Governance.
Digital India is a technology platform initiative by Government but involving many public and
private players, who can build various digital applications that is transactional and does vertical and
horizontal integration of multiple industry sectors (Tripathi et al.,2014). E-governance and digital
governance is one of the many applications of Digital India initiative. However, to differentiate
between digital governance and erstwhile e-governance one should note that digital transformation
is a continuous process unlike erstwhile timebound electronic computerization projects (Mergel et
al., 2019). OECD/ Inter-American Development Bank (2016) defined eGovernance as IT adoption
in governance whereas digital governance is not just putting government information online but
paradigm shift towards uses of digital technologies across government and non-government actors
and ecosystem to create public value, brings efficiency in managing public resources through use of
telecom infrastructure and online services (Moreno-Enguix et al., 2019).
1.3. Challenges of Digital India

However, large scale digital technology roll out in large country like India has its own challenges.
First major challenge is diverse socio-economic and geo-demographic variance. Second, rapid pace
of innovation of smart technology that is difficult to cope up with, inadequate local R&D and product
development, limited domestic focus by technology sector. Finally, core sectors like manufacturing,
transportation, and farming have resistance to change, commercial and capability constraint towards
adopting digital business models. Several studies by Kumar et al. (2017), Sachan et al. (2018) found
the need of well designed, technologically advanced software technology platform capability is needed
to adoption and proliferation of digital engagement of citizens. Rana et al. (2019) cited technology
integration and convergence as critical factor, Shareef et al. (2014) pointed out security and reliability
as key determinant.
1.4. Urban Digitization

Digital India drive focussing on urban India has certain significance. First of all, India’s 400 million
Urban Millennials contributing to 46% of workforce and 70% of household wage earner (Morgan
& Stanley, 2017), are the prime consumer of digital service. This high urban concentration having
2.5-time per capita income than rural India (FinancialExpress, 2019), has the ability and intent to
subscribe to commercially viable Digital Services. Second the priority of urban digitization is also
manifested through Governments earlier form of urban development priority through SmartCity
mission (SmartCities, 2020), which also helps achieve United Nations Sustainable Development Goals.
This has been further Accelerated by India’s ICT capabilities, very promising start-up incubation
coupled with rapid innovation in disruptive technologies like IoT, AIML, cloud, Blockchain etc.
Various urban digital use cases are waste management, municipal services, water and electricity,
transportation and traffic, healthcare, public safety and security, disaster and crisis management,
pollution control led to Smartcity initiatives.
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1.5. Digital Technology and Innovation

It is important to understand the contours of digital transformation in context of various emergent digital
technologies. Verhoef (2021) suggested digital transformation is combination of traditional technology
like Internet, Mobile along with disruptive technologies like Big Data, Analytics, Blockchain, IoT,
AIML. Riera and Iijima (2019) called it SMACIT, extending erstwhile Social, Mobile, Analytics and
Cloud with IoT recently as digital business value enabler. Covid19 accelerated digitization through
adoption of cutting-edge technologies like AIML, IoT, Blockchain, especially in financial sector
(KPMG, 2020). Digital technology innovation unleashed new business models and entrepreneurship,
Google, Apple, Amazon on one hand and social media and entertainment companies like Netflix and
Facebook on the other hand dominating financial markets (Business Insider, 2017), is a testimony of
this fact. India also became 2nd largest start-up hub globally where more than 4700 are technology
start-ups out of 20000 in total in the areas of e-Health, E-Education, ecommerce (StartupIndia, 2021).
Governments’ policy encouragement along with availability of disruptive technologies promoted
technology innovation driven start up ecosystem in India. Institutional knowledge, human capital,
talent and capability influences successful business incubation (Bendickson et al., 2021), that exists
within knowledge workforce in Indian IT and ITES sector in abundance.
1.6. Research Outline

Multiple factors like emergent technologies, Government policy shift, pressing urban development
needs and innovation in business ecosystem calls for holistic urban digital initiative. Prior research
points to availability of innovative, affordable, secure, well designed, integrated advanced technology
solution and digital infrastructure is pre-requisite towards citizens digital engagement. An well thought
innovative technology design and flawless implementation of digitization framework towards a long
term sustainable and resilient digital journey is important for maximizing citizen’s benefit realization.
Past literature survey by Rana et al. (2012), Tan and Taleihagh (2020) in areas of city governance
shows coverage of commercial, social, regulatory, governance, human factors in successful adoption.
However, this leaves a scope of study into determinants of digital technology infrastructure, used
by an ecosystem to deliver public services in India. This study reveals Sustainable innovation at
an affordable cost of technology together with digital literacy and knowledge dissipation are non-
technical factor of urban digitization. Whereas combined and integrated use of IoT and Analytics,
that connects various SmartCity applications are technical determinant of urban digitization. It also
finds smart technology driven digital platform creates cross industry ecosystem that encourages social
entrepreneurs to incubate new business models. This study is useful for public policy makers involved
in urban digitization; private sector embarked in digital transformation projects and academia with
interest in Digital India program.
Paper follows inductive research, primary data collected through interviews are analyzed using
grounded theory (Corbin & Strauss, 2014) and using text analytics tools. The structure of the paper
includes the literature review, research gap and research question, research design, analysis and
discussion, implications and conclusion.
2. LITERATURE REVIEW
Over last 30 years Indian IT and ITES sector generated 70% of their business from international
markets, several significant outsourcing projects managed by Indian ICT majors is a reflection of
this successful phenomenon (Choudhuri et al., 2009). In 2015 Government of India launched Digital
India program combining Digital infrastructure, Digital Services and social empowerment. Several
initiatives under Digital India program are Digital Identity, Digital Payments, ePathshala, CoWin,
Arogyasetu (Digital India, 2020), which align with United Nation’s Sustainable Development goals
(SDG) which suggests digital infrastructure is a critical enabler to eGovernance (Osman & Zablith,
4
2020). EGovernance Development Index (EGDI) published by United Nation (2021) shows India
stands at 100 out of 193 in Development Index but 29 out of 193 in E-Participation Index, shows
citizen’s willingness to e-Participate is more than digital infrastructure development and readiness.
Government’s Digital India program is expected to build that digital infrastructure as umbrella
program of several subprojects has potential for employment generation and better citizen services
(Siwach & Kumar, 2015).
Digital governance is not delivered by government but it is an ecosystem of private and public
entities alongside citizen participation (Misra et al., 2018), which requires horizontally and vertically
integrated, collaborative and unified use of technology working beyond boundaries rather than
standalone IT project implementation. Erstwhile static information exchanged between government,
business and citizen changed to interactive and dynamic multi-party transactions, despite challenges like
techno commercial complexity, change resistance and interoperability (Sachdeva, 2002). Lee (2010)
proposed maturity models involving interaction, transaction, participation and involvement from citizen
services perspective that leads to maturity levels of presenting, assimilating, reforming, morphing
and finally eGovernance. There are regulatory and policy aspects involving smart technologies like
Machine Learning and Artificial intelligence and data security and privacy (Misra et al., 2020).
However several deterrents to digitization in social and public sector exist - Hooda-Nandal and Singla
(2019) mentioned lack of governments campaign and citizens emotional attachment, Chatterji (2018)
cited infrastructure and manpower shortage and complexity in technology implementation, Sharma
et al. (2021) mentioned inadequate awareness, accessibility and high transaction cost, Shareef et al.
(2014) highlighted lack of high quality, reliable and secured digital technology platform as some of
the major limitations.
Innovative use of digital platform enables new business models and creates platform-based digital
ecosystems (Nambisan & Baron, 2019), which presents entrepreneurship opportunities (Cenamor
et al., 2019). Technology start-up and Social entrepreneurship trigger socio-economic change (Rey-
Martí et al., 2016), although technology entrepreneurship in emerging economies is special due to
resource constraints (Ge et al., 2020). Importance of digital platform innovation, skill and knowledge
and entrepreneurship in policymaking is manifested by several government initiatives like Digital
India, Start-up India, Skill India to name a few. StartupIndia (2021) created a platform of digital
entrepreneurs leveraging emerging technologies like IoT, AIML, Blockchain across industry sectors,
together with numerous entrepreneurial programs, accelerators, incubation hubs, funding, mentoring
which Bliemel et al. (2019) sounded as infrastructure and accelerator towards promoting start-up
and entrepreneurship.
Ismagilova et al. (2019) hinted urban digitization is also known as SmartCity, Digital City,
Information City but it fulfills United Nation’s sustainable development goals (SDG) through Smart
Mobility, Governance, Environment, Citizens, Safety and Security to name a few. Rana et al. (2019)
found thirty-one barriers to SmartCity consolidated into six categories. Praharaj et al. (2017) found
smaller Indian cities with localized initiatives addressing local issues has greater citizen participation
despite infrastructure limitation. Vijai and Sivakumar (2016) felt usage of smart technologies like
IoT and Analytics leads to successful implementation of various SmartCity applications. Post et al.
(2018), Rao et al. (2020) studied social Media influence on citizen engagement in crisis and disaster
management (e.g., Covid19), public priorities, law and order situation, whereas Verma et al. (2017)
found limited Social Media usage in governance in India due to lack of indigenous platform and lack of
inclusivity. Study of several Indian urban public services like municipalities, police and traffic, utilities
like water and electricity supplies, single-window citizen service (eDistrict), social media shows newer
establishments offered participative and transactional citizen services, but older establishments are
stuck in static information dissipation portal. This necessitates continuous technology upgrade rather
than one-time ICT infrastructure, with speed and flexibility in governance especially in post-Covid
19 scenario (Janssen & Voort, 2020).
5
Singh et al. (2021) studied Covid19 impact on digital divide, Bala (2018) studied implications
of digital literacy and information asymmetry on digital adoption. GhoshRoy and Upadhyay (2017),
Ghosh (2019) observed knowledge deficit around transaction security and legality causing anxiety
amongst citizen despite willingness and need to use digital platforms. Potnis (2015) felt mobile
devices and data access, information processing capability impacts digital divide, in addition,
Yu (2018), Mubarak et al. (2020) pointed factors like socio-economic (for instance, education,
income), geo-demographic (like age, gender), purpose and types of digital usage leading to social
inclusion or exclusion. Technology and automation induced Unemployment another concern, with
9% unemployment rate in India (CMIE, 2020), whereas it is 9% only in labor-intensive jobs in
OECD countries (Arntz et al., 2016), although BCG (2017) reported digitization will generate new
employment opportunities shifting from labor to technology-intensive jobs. Several Digital knowledge
and competence frameworks in Europe and India are studied by (Carretero et al., 2017), Nedungadi
(2018), Shubha (2017) highlights importance of job oriented professional and behavioral skill build-
up framework, address digital divide by mobile-based content access.
SMAC (Social, Mobile, Analytics, Cloud) drove early digitization at personal, enterprise and
governance space a decade back (Dewan & Jena, 2014), with recent addition of Internet of Things,
AIOps, MLOps, CICD and DevOps, 5G telecommunication network, distributed cloud computing,
cloud-native, cyber security, Drones and Robotics (MoneyControl, 2020). Key component of SmartCity
connectivity is enabled by 5G telecom standard and Edge computing (Chatterjee et al., 2017), which
will make IoT mainstream to many businesses and industries by connecting billions of devices and
running Analytics on data generated by IoT devices (Joseph et al.,2017). Ismagilova et al. (2019)
emphasized integrated Smart Architecture of SmartCity technologies like IoT, Cloud, Zhang et al.
(2021) indicated importance of Converged Smart Mobile App as cornerstone of SmartCity. Almeida
et al. (2020), He et al. (2021) examined role of emergent technologies like IoT, AIML, Blockchain,
Big data, Robotics as accelerator of post Covid19 digitization. Deloitte Technology Trends (2020)
predicted Blockchain, Security, Analytics and Cognitive, Cloud and Quantum computing as future
emerging technology, saying few of these being enablers or foundational and few other are future
disruptor, however, these technologies show significant year on year movement on Gartner’s hype
curve indicates velocity and pace of Smart Technology innovation (Gartner, 2020).
Matt (2015), Reddy and Reinhartz (2017) felt digital transformation is about emerging
technology innovation beyond organization boundary, dynamic data-driven, creates new business
model and business value compared to erstwhile business process reengineering which achieves
process optimization only. Schallmo et al. (2017) highlighted digitization is about data, connectivity,
automation and customer experience, but its implementation is preceded by assessment of its current
reality and aspiration, execution viability and finally potential benefit realization. Value realization
extended beyond organization into governance and society through usage of innovative technologies
like AIML, IoT, Blockchain being an asset for digital governance and complexity can be tackled by
collaboration and participation of various ecosystem players led by local government (Criado &
Gil-Garcia, 2019). Anthony et al. (2020), Ehiance et al. (2019), Maestre-Gongora & Bernal (2019)
studied open enterprise architecture platforms based on emerging technology covering Data and
IT infrastructure to enable innovation and collaboration among citizens and agencies as part of
eGovernance strategy.
Selected prior work conducted in last 5 years is summarized in Table 1, indicates the relevance
and recency of this topic.
Recent prior work captured in Table 1 indicates the importance and recency of this topic and
enlightens that digital transformation is rapid innovation of several smart technologies, builds cross
industry integrated ecosystem, encourages entrepreneurs to create value by newer business process
and models. Whereas digitization in urban citizen services is encouraged by governments like in
India through programs like SmartCity, Digital India that facilitates framework to build innovative
technology solution across industry that leverages ICT capabilities, knowledge and literacy, private-
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Table 1. Summary of recent literature
Reference Purpose Methodology Conclusion and outcome Limitations

Integrated enterprise data architecture
Digital city Only based on secondary
Anthony Literature across organizational boundary involving
Enterprise data without any primary
(2020) review business, application, information and
Architecture data collection
technology is essential for SmartCity.
Apeksha TAM Citizen’s adoption is dependent on their Conceptual model based on

eGovernance
and Singhal framework and involvement rather than education and limited literature and study
Adoption
(2019) empirical study geographic presence conducted on small sample
Primary data Impact of other

Digital Platform Digital Platform capabilities can trigger
Cenamor et through Survey operational capabilities
and innovative innovative entrepreneurship in SME
al. (2019) and SEM for on entrepreneurship is not
Entreprenurship segment
data analysis considered.
Small towns have inadequate digital network

Urban digitization Secondary data
Chatterji infrastructure and skilled resource, complex Result derived from small
with municipal review and
(2018) implementation model involving state and sample of secondary data.
systems content analysis
national and international private firms.
Criado and Public value Theoretical Open and collaborative innovation of

Conceptual model lacks
Gil-Garcia, creation using smart and conceptual emergent smart technologies will transform
empirical research validation
(2019) technology review public service
Digital public Theoretical

Ehiance et al. Use of emerging technology necessary for Conceptual model lacks
service delivery in and conceptual
(2019) efficient and quality public service delivery empirical research validation
Nigeria review
Homogenous data sample

Digital adoption Risk, anxiety and ease of use are
Mix of survey from urban India with higher
Ghosh (2019) among senior determinants of digital adoption among
and interview existing literacy and gender
citizen senior citizens
agnostic
Data People-
AIML, Analytics, IoT, Robotics, Digital Long term post Covid
Post Covid system
He et al. Contracts and Blockchain, Robots, 3D Technology solution
Technology framework
(2020) Printing, HPC are emerging post covid relevance is excluded from
solutions to examine
technologies. study
technology
Dutch governance model

Speed and flexibility in Technology
Janssen and eGovernance and may not be generalizable to
Opinion Paper innovation and policy is key in Governance
Voort (2020) crisis response all countries without broader
to respond to crisis.
data set.
Sentiment Innovative and localized use of ICT tools Single secondary data source
Misra et al. Participative digital
analysis and can increase citizen and community from India Government is
(2018) governance model
text analytics participation in digital governance used to derive result.
Digital Divide and Single secondary data source

Mubarak Multivariate Education and income, especially poverty
socio-economic from World Bank is used to
(2020) regression has implication on digital divide
indicator derive result.
Crisis management in situation like Covid Text analytics on social

Twitter role in Text extraction
Rao et al. 19 through social media can be effective media content did not
government crisis and statistical
(2020) for both citizen assurance and also for consider emotion and
management analysis
generating alerts linguistic factors.
Challenges Interpretive Factors used in models

Sharma et al. eGovernance Structural Lack of Digital literacy, awareness, cost, may have bias of opinion
(2021) delivery in India modelling and accessibility is deterrent for CSC success. and sample is based on
through CSC MICMAC convenience.
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public-citizen participation and social entrepreneurship. Following section derives research design
based on the findings of literature review.
3. RESEARCH DESIGN
The literature review has given insights on this topic of digital transformation and its relevant research
gap leading to research question. This section covers relevant theoretical framework suitable to explain
the research questions and applicable research method adopted in this paper.
3.1 Theoretical Background

Rana et al. (2012) found due to diversity and complexity of such topic more than one theory needed
to explain this phenomenon. This paper finds Diffusion of Innovation Theory (Rogers, 2003) as the
appropriate primary theory framework to explain Digital Innovation. In addition, technology innovation
success depends on its application in business and social ecosystem along with user group’s cognitive
ability to adopt and use innovation. Therefore, two more supporting theoretical framework, Actor
Network Theory (Walsham, 1997) and Social Cognitive Theory (Bandura, 2011) can be considered
as additional secondary theory framework.
Ignat (2017) found innovative use of emerging technologies are fundamental factor towards
successful digitization and availability of rapid technology innovation is fundamental of Digital India
initiative too. Diffusion of Innovation is a popular practice-oriented theory that introduced Innovators
and early adopters at the fore front of innovation -who are niche, risk taker, financially sound and
having access to scientific resource, then early and late majority- who adopt innovation with skepticism
and finally laggards-who lacks leadership and financial power (Rogers, 1995). This classification is
based on factors like Innovation, adoption, Communication, Time and society. This also refers to 5
stages of innovation adoption - Knowledge and Awareness, Persuasion, Decision, Implementation,
and Confirmation and Continuation. The theory itself was further extended to encompass policy and
technology, making it relevant for Digital India. This paper explores additional dimension that can
enrich the theory while applying in context of Digital India program.
However, it is not about technology alone, rather usage of technology to create new business
model and various commercially and socially relevant application use case is more important.
Digital transformation is about multiparty transaction across cross industry ecosystem formed by
private, public enterprises along with citizen participation which can be explained using the Actor
Network Theory (Walsham, 1997). Once technology innovation is identified for a social and business
application, then individual and collective cognitive ability to use technology dictates efficacy
Digital Transformation. Bandura (2011) suggested Social Cognitive theory which connects personal
factors (cognitive and knowledge), individual behaviour (Skills, Practice, efficacies etc) and external
environment (Social and community influence and change).
3.2 Research Gap

Prior work shows Digitization involves Emerging Technologies, business process maturity, social
governance framework and Commercial application. Some academic work exists covering digital
transformation process and technologies within organization, eGovernance and general technology
adoption. Some academic work on SmartCity exists but entirely focussing on physical infrastructure
and global context, which lacks attention to digital infrastructure in Indian context.Digital India topic,
especially on urban India, which is technology and economic nerve centre of India lacks academic
attention, despite being a topic of national importance. Studies highlighting technological and non-
technological factors affecting digital infrastructure and service roll out in urban India almost non-
existent, which is found as a major research gap as depicted in Figure 2 Below.
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Figure 2. Research coverage and research Gaps
3.3 Research Question

Research question derived from above research gap for this exploratory study is “What are the
technical and non-technical determinants of successful smart digital infrastructure roll out in
urban public services in India”. These determinants, both technical and non-technical, are needed for
industry practices and policy makers, who can work on these factors to enhance diffusion of digital
infrastructure in Indian cities. These set of determinants are also needed by academia for conducting
deeper future research on each of these independent variables for future research towards acceleration
of digital diffusion in India. This research is expected to be a practice-oriented and problem-solving
research addressing dominant national issue.
3.4 Research Methods

Rana et al. (2012) found sixty-one out of seventy eGovernance prior work relied on survey based
primary data. Deeper insight, highlighting the reasons behind such phenomenon is needed in this
research through inductive study ad interviews of people having domain exposure. Telephonic
interviews were conducted of 15 urban middle-aged professionals with prior experience of the subject
as homogeneous sample between 12 to 20 respondents is found optimum for data saturation, sufficiency
and information quality (Crouch & Mckenzie, 2006; Guest et al., 2006). Semi structured interview
questions covered technologies and factors affecting urban public services delivery. Coding process
of Grounded Theory (Corbin & Strauss, 2014) used to decompose and then categorize unstructured
interview data, thereafter various Text Analytics methods like sentiment analysis, key phrase and
entity extraction is applied using Microsoft’s Azure cloud-based cognitive package to analyse the
response data (Microsoft, 2021).
Grounded Theory is used as it was found suitable to systematically extract data from interview
transcripts and analyse the data using multi order coding and categorization process (Corbin &
Strauss, 2014). The process first assembles unstructured interview transcript into several concepts
through first order coding process. The 1st order coding leads to grouping of raw data extracted from
interview transcripts into large number of codes that captures the essence of data. Thereafter it is
narrowed down to 2nd order categorization based on central themes of 1st order codes. Second order
categories emerge from large number of codes further consolidated into limited set of categories
9
that can represent the views of interviewees. Singh Et al. (2020) supported mixed research methods
of augmenting Grounded Theory with Machine Learning technology to enrich data interpretation
process. While there are several tools available that helps process interview transcript through coding
process of grounded theory, those tools also use Text Analytics as underlying technologies. This
paper uses Microsoft Azure’s Cloud based Cognitive application specifically Text Analytics module
to interpret and validate manual coding and categorization process.
This practice oriented exploratory research is three step process, primary data collection through
interviews, interview data transformation using grounded theory and finally data analysis and
validation using Text Analytics as explained in Figure 3.
Figure 3. Research method
On the other hand, this topic combines technology innovation, business model evolution and
socio – economic development in recent times. These industry and practice driven development and
evolving at a very rapid pace, these are not yet well captured in academic literature. Secondary data
from various website, professional articles, white papers and brochures are also studied to gain insight
of recent trends and developments.
4. DATA AND ANALYSIS
As defined in the research design in earlier section, data collected through interview and codification
process using Grounded Theory (Corbin & Strauss, 2014). Manual codification process is validated
and supported by software based automated keyphrase and entity extraction. Thereafter categorized
interview output is processed to derive sentiment of the respondents along the first and second
order categories. The text Analytics is done using Microsoft’s Azure cloud-based cognitive modules
Text Analytics programs (Microsoft, 2021). Following section covers the step-by-step analysis as
mentioned below Figure 4
- Interview response coding and categorization through a manual key process

- Automatic data validation through key-phrase and entity extraction
- Sentiment analysis to derive favourable or unfavourable influence of the determinants
The first and second step of manual coding and categorization along with automatic data validation
using software have been iterative process to refine the accuracy of analysis outcome as explained
in Figure 4. Qualitative unstructured text data is manually coded into several meaning unit which
10
Figure 4. Data analysis process
has been the starting point and output of coding and categorization is processed through sentiment
analysis to derive favourability or unfavorability of the impact on urban digital infrastructure.
4.1. Interview Response Data Analysis

Data analysis starts with unstructured textual interview transcript where common topics are grouped
in form of meaningful statements according to open coding or 1st order coding process of Grounded
Theory (Corbin & Strauss, 2014). Data from interviews are corelated and common messages are
captured into approximately 30 main topics which is defined as 1st Order codes. Thereafter the
central focus of those 30 observations are extracted and similar central focus topics are grouped into
following six groups.
- Custom Software cost, Software maintenance cost, ability to pay for service, Hidden cost of
technology, Funding of government service - These are all related to technology cost and its
monetization.
- Data Analytics Application, Analytics based application, Data Security, Data privacy, Digital
Data analytics -These are all related to Data Analytics application and data security.
- Connected things, Telecom connectivity, Connectivity failure, Smartphone connectivity, IOT and
connected device – All these topics are related to IOT and connected device and connectivity
- Proficiency in technology use, Training for all, Technology use among seniors, Digital Literacy
for poor and seniors, IT knowledge in India – All these topics are related to Knowledge and
literacy
- SmartCity integration failure, Technology integration, SmartCity platform coordination,
SmartCity complexity and cost, Integrated platforms, SmartCity Process and efficiency – All
these topics are related to SmartCity Platform integration
- Employment impact of Digital, Sustainability of Digitization, Technology benefit realization,
Technology change sustainability, social welfare and regulation – All these topics are related
Sustainability of Digital Innovation.
The coding process of extracting central theme from 30 first order codes and their grouping into
similar subject topic mentioned above. These similarly grouped topics then categorized further into
six categories based on their related central themes. Grouping process narrowed down the categorizes
into Technology Cost, Data Analytics, IOT and connectivity, Integrated Smartcity, Digital Literacy,
Sustainable Innovation. These six categories are the determinants of Urban Digital infrastructure as
derived from the interview transcripts. The evolution of 1st order codes, extraction of central theme
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from these 1st order codes and then grouping of these themes into categories are captured in the
Table 2 below.
Table 2. Codes to Category conversion using Grounded Theory
While the above coding process, theme extraction and categorization is a manual process
performed by the researchers, these require software tool-based validation to minimize error due to
manual subjectivity, which is performed in the following section.
4.2. Automated Validation of Analysis

Coding and category mapping being manual and error prone process with scope of mis-interpretation
required additional automated data validation. To revalidate manual categorization and minimize
errors Microsoft Azure cloud-based text analytics software is used in an iterative way to generate
key words and entities. Table 3 shows most key phrase and entities in first category can be linked
to cost and commercial value, 2nd category key phrases refer to topic related data and analytics, 3rd
category key phrases are related connected device and connectivity, 4th category key phrases are linked
to capability and knowledge and literacy, 5th category key phrases are mostly linked to SmartCity
and platform integration, and finally the 6th category key phrases mostly refer to social benefits and
impacts of technology. This automated data validation shows the codes to category mapping process
gives similar outcome by both manual and automated process, increasing reliability of analysis.
The output of key Phrase extraction for coded statement of each category is captured in Table
3 matches with the manual categorization of coded response. A combination of step 1 of manual
categorization and step 2 of software driven key word extraction conforms to each other, ensuring
the accuracy and validity of the analysis.
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Table 3. Category wise Key Phrase and Entity extraction
4.3. Sentiment Analysis

Manual coding and categorization performed on interview response followed by automated validation
in earlier sections gives broad topics and categories that influences the urban digital infrastructure.
However, to understand if these factors influence favourable or unfavourable, sentiment analysis
is performed for each coded response and aggregated at the category. The sentiment analysis uses
Microsoft Azure cloud based cognitive services, under language sub category and Text Analytics
Table 4. Sentiment analysis applied on 1st order codes derived using grounded theory
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REST APIs, using Python Scripts, that tags each Codes into positive, negative and neutral sentiments
as mentioned in the Table 4.
Sentiment analysis is aggregated for each category in addition to each first order themes to derive
aggregated sentiment value for each category as it is captured in the Figure 5 below, which reveals
few critical conclusions.
• IoT, Analytics, SmartCity are clearly carrying highest positive sentiment, where the aggregate
positive sentiment value is much higher than negative or neutral sentiment, where it can be
concluded these factors having highest favourable influence on digital infrastructure.
• Sustainable innovation shows positive sentiment with positive value being higher than negative
or neutral, where positive sentiment trend is marginally ahead of negative and neutral, however
significant neutral opinion indicates ambiguity and inconclusively in outcome.
• Technology cost and digital literacy are considered to have in general negative sentiment where
aggregated negative sentiment is higher than aggregated positive sentiment. It may also be noted
in general technology cost and digital literacy has high neutral sentiment, ahead of positive and
negative, which requires further clarification of this ambiguity.
Figure 5. Aggregated Sentiment score analysis for 2nd order categories
As in few cases neutral sentiment is significant and equivalent to either positive or negative,
which leads to constraint in decisive outcome. To avoid this and arrive at a conclusive outcome the
neutral data is distributed to positive and negative in equivalent proportion and new decisive outcome
is created in the Figure 5, which shows percentage difference between positive and negative sentiment
outcome. This clearly indicates 3 blocks of outcome, IoT connectivity and Analytics positive sentiment
is around 40% ahead of negative sentiment, Integrated Smartcity and Sustainable Innovation the
positive sentiment is around 30% ahead of negative sentiment and in Digital Literacy and Technology
Cost Positive Sentiment is 20% behind negative sentiment.
From the combined analysis of information in Figure 5 and Figure 6, it can be inferred that IoT
and Connectivity and Data Analytics have extremely high favourable influence on urban digital
infrastructure, followed by Integrated SmartCity and Sustainable Innovation which has distinct
favourable impact on urban digitization, as all four are having net positive over negative sentiment.
Whereas Digital Literacy and Cost of technology has distinctively unfavourable influence on urban
digital infrastructure, which means these two factors are not favourable for enhanced urban digitization
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Figure 6. Percentage difference between Positive and Negative Sentiment
and may adversely affect future initiatives if not addressed immediately. Each of this observation is
discussed further with its implication in later sections of this paper.
4.4. Aggregated Trend Analysis

In addition to sentiment analysis for each response an overall aggregated text analysis helps in
visualizing overall response and key factors. Therefore, a word cloud of all first order codes from
interview transcript is generated, as this will help understand important topics of urban digital
infrastructure as a whole. Several trend like SmartCity, Connected Device, Analytics, Integration
Framework, Cost emerges from word cloud as in Figure 7, which in coherence with the individual
trends derived from coding and categorization process along with the key-phrase extracted from
coded transcripts.
Figure 7. Word cloud summary of all interview finding (www.jasondavies.com)
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4.5. Secondary Data Analysis

Over and above primary data sourced from interviews, the secondary data gathered from various
publicly available material reveals couple of important observations, which can be considered
fundamental to digital transformation, and also reinforces some findings of literature review.
• Ecosystem Integration: Digital public service is delivered by a network of several private and
public enterprises, which requires technological platform integration to be successful. The Table
5 articulates sector wise complex ecosystem, its players and their role, as found through study of
secondary data sources available in internet. This emphasizes digital service delivery as more
transactional, horizontally and vertically integrated across organization boundaries than erstwhile
eGovernance, being standalone electronic information display.
Table 5. Complex Ecosystem of digital Technology and service providers
• Technology Entrepreneurship: Literature review shows IoT, Cloud, Analytics, Mobile,

Blockchains and few other as emerging digital technologies, but the landscape changes year
on year. Digital technology enabled many large public and private enterprises to unleash new
business model across industry sectors whereas many small entrepreneurs started completely
new business and business segments. Predominant use of technology and application industry
segments is captured in the Table 6, however there are innovative start-ups globally and India
that breaks industry boundary. Technology start-ups like inventory less app-based cab, hotel
aggregators, online delivery, OTT media created new industry sub-segment that did not exist
earlier and continuously evolving through innovation and entrepreneurship. Many such business
incubations transformed social dynamics and public services, urban transportation, education
and Movies and Media are prime examples.
Based on the above data comprising of first and second order coding, sentiment analysis, key-
phrases and word cloud along with secondary data analysis of technology and industry wide ecosystem
of participants, the following section concludes the key findings and its corresponding analysis.
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Table 6. Dominant technologies influencing various sectoral user applications
Figure 8. Determinants of urban digital infrastructure
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5. FINDINGS AND DISCUSSION
The interview transcript and subsequent coding and categorization process reveals six key determinants
of urban digital infrastructure in India as captured in the Figure 8 below. These determinants are
clubbed as technology enablers such as Data Analytics, IoT and Connectivity, Integrated SmartCity
and non-technical enablers such as Technology cost, Digital Literacy and Sustainable Innovations. It
has also been observed that urban digitization is synonymous with Smart City projects rolled out under
Digital India initiative. Out of the above six enablers or determinant four of these, Data Analytics,
IoT and Connectivity shows significant favourable impact, Integrated Smart City and Sustainable
innovation shows an overall favourable impact, whereas technology cost and digital literacy shows
a neutral or unfavourable impact.
5.1. Technology Cost

It is observed that technology changes very fast and cost of staying aligned with innovation velocity is
very high as technology is mostly built by global technology companies with high cost of ownership.
As one size does not fit all, customized software is needed to address local business, geodemographic
and socioeconomic priorities, which may be commercially unviable due to lack of scale and local IPR.
Funding rational and motivation behind such projects are unclear and without a strong commercially
viable business case many of these digitization initiatives are likely to fail. However, since urban
population has an ability to pay for service and appreciation and ability to use digital medium if that
delivers value then urban digitization may be the right starting point for Digital India program. Study
highlights the concern and need to derive a strong commercially viable digital diffusion model and
optimize cost of technology.
5.2. Data Analytics and AIML

Data Analytics and use of AIML is considered as an important topic of digital transformation, as this
differentiates digital governance from erstwhile eGovernance services. It has been found that there
is adequate competency and awareness around Data Analytics and AIML, which can be leveraged
to delivery better citizen service. Key success factor towards Data Analytics is identification of
appropriate use case and problem statement where Data Analytics can provide maximum benefits.
On the other hand, it is also important to have massive amount of data available in digital format,
which might take long to convert traditional and old manual data and processes into digital form.
However, concern is around data privacy and security and unavailability of a regulatory body and
lack of awareness of relevant legislation may reduce implementation of data analytics and AIML.
Overall, topic of data analytics is found to be foundational in urban digitization, with good progress
so far and greater future potential if regulatory concerns are addressed adequately.
5.3. IoT and Connected Devices

Internet of Things or IoT delivering device to device connectivity enabled by 4G and upcoming 5G
mobile connectivity is considered to be most promising technology enabler as found in the interview
and sentiment analysis. It has been revealed with nationwide mobile connectivity availability coupled
with affordability of the devices it is a great opportunity to build IoT driven use cases and applications
that can be of high value add for urban digital infrastructure. There have been various types of
sensors that can capture non-human machine to machine communication, thereby eliminating human
errors and facilitating speed and automation. Few of the use cases have been identified as traffic and
transportation automation by having connected vehicle, automated toll and parking collection, traffic
rule enforcement, waste management, smart metering leading to stable power distribution, home
security and automation, wearables for elder care and other healthcare services are only a few. While
this area has almost no neutral opinion coming from survey, it has word of caution around business
case and funding for such connected things project to be rolled out in the cities. Overall connected
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devices and Internet of Things are considered to be a key differentiating factor in urban digitization
and has significant positive influence on urban digitization.
5.4. Knowledge and Literacy

There are several literatures that highlighted inadequate Digital Literacy as a concern for digital
transformation especially in countries like India where geo demography diversity is huge. The same
has been reflected through this study, although cities have relatively higher digital literacy compared
to rural areas. However, in urban areas there are scope of further improvement mainly in 3 different
areas, bottom of the pyramid, senior citizens and public sector employees to effectively leverage
the value of digitization. Usage of advanced technology including social media, analytics and cloud
(SMAC) can be constrained due to competence gaps and also such literacy can allay fears associated
with technology and increase technology adoption. This is another area having serious concern that
can adversely affect digitization while the magnitude of this problem is relatively less in urban area
but requires attention.
5.5. Integrated SmartCity

SmartCity initiatives by Government of India’s Digital India program is found to be synonymous with
urban digital infrastructure, and a critical part of urban digital transformation. It shows that utilizing
advanced telecom network, Internet of Things (IoT) if designed along with Data Analytics can fuel
success of SmartCity projects, which corroborates findings of Tan and Taeihagh (2020) saying
Internet of Things (IoT) is one of the main technology enablers of SmartCity. It was also found that
siloed and disintegrated SmartCity projects are not beneficial rather common horizontally integrated
platform that spans across various industry segment and focussing on end-to-end use cases are the
key to success. In fact, one of Digital India vision also talks about seamless integration of services
across departments and jurisdiction (DigitalIndia, 2020), which is substantiates by this finding as
well. However, one concern largely linked to the other finding of technology cost is valid here as
well, the business case and financial viability model of such high-volume technology investment is
unclear which may lead to failure of such project. SmartCity topic resonated positively and found to
be central topic of urban digitization with need for a cost effective, end-to-end integrated Smartcity
architecture.
5.6. Sustainable Innovation

Diffusion of Innovation (Rogers, 2003) at a group level depends on Policy, technology compatibility
and complexity and benefit derived. As technology at disposal changes rapidly, it is important to
find social or business problem that can be solved by these technologies in a cost-effective way.
Also, one size solution does not fit all problems especially due to geo demographic diversity of large
country like India, so it is needed to find localized vernacular solution or application of technology
that has a social purpose. Automation leading to job loss and employability concern, involvement of
consultant and private players working for business gain over social welfare, actual benefit realization
by citizens in these digital India project, inclusivity of various social segment in the digitization drive
remains a concern. Agility and flexibility of digital framework in line with rapid innovation of smart
technologies, coupled with socioeconomic and geodemographic applicability at a micro level appears
to be a critical factor towards successful digital journey.
5.7. Ecosystem Integration

It has also been found that many states driven initiatives are in reality being executed by private
enterprises and it is an ecosystem of public, private and citizen participation. This ecosystem is multi-
dimensional – on one hand integration of various technology providers, vertical integration of private
and public player from one industry sector and also horizontal integration of entities across industry,
along with citizen participation. This complex scenario requires integrated platform to make urban
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digitization successful, which reflects relevance of Actor Network Theory (Walsham, 1997) in this
context. Entrepreneurs leverage smart technologies to build innovative use case that integrates multi
sector horizontally or vertically resulting new business models that drives social changes.
5.8. Theoretical Contribution

Analysis of five out of these six enablers - Data Analytics, IOT and Connectivity, Integrated
SmartCity and Technology Cost, Sustainable Innovation reflects upon Diffusion of Innovation
Theory (Rogers, 2003), in different dimensions. First, technology innovation and its implementation
use cases has different stage of maturity, early or late adoption of innovation is not the only factor
behind innovation diffusion. Innovators and early adopters encounter early challenges and headwind,
which may be reduced as technology matures and greater benefits are realized. Second, it indicates
Diffusion of Innovation is not a standalone and isolated technology topic, rather it is about integrated
use of multiple technology innovation together towards a meaningful functional application, third,
innovation outcome must be commercially viable and socially sustainable for its long-term benefit
realization. This can enrich the application of the theory by addition of application dimension, those
are Innovation maturity, integrated use of several technologies and Socio – Economic viability of
innovation application.
The sixth enabler, Digital Literacy is cornerstone of digital adoption is itself a well-researched
topic stemmed from Social Cognitive Theory (Bandura, 2011). Start-up ecosystem, ecosystem
integration and Entrepreneurship that represent the participatory governance model and new business
incubation cutting across various industry boundary reflects extension of Actor Network Theory
(Walsham, 1997). These are associated theory that calls for deeper analysis in their respective context
for future research.
6. IMPLICATIONS
6.1. Governance and Social Implications

Digital India, supported by start-up India, self-reliant India are pillars of country’s future economic
growth. Digitization is further accelerated due to covid19 that shifted governance and transaction
from physical to virtual mode. Government and policymakers can use this study to design and build
resilient, affordable and reliable technology framework that can deliver social value to the citizens.
Learnings and limitations of early developments of SmartCity physical infrastructure, is captured
here which can be useful for digital infrastructure development. It also provides pointers towards an
integrated and cohesive well strategized Digital Strategy for Cities, to use technologies for social
good. Other areas where this study can find relevance include technology choice, innovation and
entrepreneurship, sustainability planning, monetization of public service, redressal of digital divide
etc. which are of economic interest of country.
6.2. Managerial and User Implications

Industry and practice has been in forefront of disruptive technology innovation in IoT, Connected
Device, AIML etc., additionally, Covid19 opened up new virtual business and governance
opportunities. Right application of these technologies for various functional use case can enable
commercially viable business growth, solve socio-economic problem and increasing long term
business success. This paper provides insights on areas of improvement of past technology roll outs,
user concerns and observations which can be addressed and also areas of new opportunities where
emerging technology can be monetized for social good. This study can help enterprises and start-
ups to spot entrepreneurial opportunities across the ecosystem, detect sectors with high potential of
technology innovation absorption that can help them monetize technology innovation.
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6.3. Academic and Research Implications

This practice oriented academic research brings academia and industry together, where academic
insight is used to address problems of national interest like Digital India. This paper is primarily
based on Diffusion of Innovation theory (Rogers, 2003), where it adds dimension of innovation
maturity, multiple technology integration rather than isolated technology and also socio-economic
viability of innovation as factors influencing innovation diffusion. Similar path can be pursued by
academia by bringing enrichment in Actor Network Theory (Walsham, 1997) and Social Cognitive
Theory (Bandura, 2011) in context of business ecosystem and digital literacy aspect of digital India.
7. CONCLUSION, LIMITATIONS AND FUTURE DIRECTIONS
Digital India is Government of India’s growth driver but not implemented by government alone rather
a platform to bring social change by smart technology innovation and entrepreneurship ecosystem
of private-public- citizens. Young urban affluent India equipped with digital knowledge willing to
subscribe digital service can make digital innovation produced by many Startups commercially viable.
Social entrepreneurs are leveraging Indian ICT knowledge workers and technology innovation to break
industry boundaries and integrate ecosystems horizontally or vertically giving rise to new business
models. Several technology-driven new business models emerged as a result of Covid19 induced
digitization, which called for shift from physical to virtual contactless ways of working. Strategic
choice of fast-evolving technology and knowledge-driven innovation and effective implementation in
socioeconomic and geodemographic contexts can be helpful in building desired digital infrastructure.
Study observes technology platform, knowledge and innovations enables ecosystem beyond industry
boundary bringing cross-industry and disruptive business models by start-ups, and also reveals a
set of technological and non-technological determinants of a successful urban digital infrastructure.
SmartCity is cornerstone of urban digitization, but lacking an integrated software technology that
can eliminate silo between various use cases and interconnect multiple urban use case, which will
enhance benefit realization. Smartcity program itself is dependent on two technological innovation,
Data Analytics and IoT. Advent of many types of sensors and aggregators that can support meaningful
use cases together with proliferation of various telecom connectivity standards has enabled non-human
communication between devices that can eliminate errors and introduce automation. It is felt that
the data captured and transported by IoT from various connected devices need to be analyzed for
relevant use cases and appropriate predictive action needs to be actuated back to the devices. While
this can be achieved through AIML, but a data strategy and regulatory framework is needed, which
can suggest data storage, sharing and processing across cloud and edge. Careful and well-thought
integrated use of IoT and Data Analytics is critical for urban digitization.
There are several non-technological determinants, where sustainable innovation was found to be
of high importance especially technology rollout that fulfils vernacular geo-demographic and social
needs while inducing speed and flexibility in public service, which is progressing well. Concerns
exist about lack of localized products and rapid pace of technology change leading to high total cost
of technology ownership, such investment needs to come from private and public jointly along with
a viable business case. knowledge and digital literacy although a concern, but relatively less in urban
millennials except for the bottom of the pyramid, senior citizen and traditional industry workforce
requires knowledge induction for digitization to be successful.
Limited availability of subject matter experts, researcher’s subjective interpretation in interviews
and coding process may constrain generalizability and accuracy of findings. Intuitive omissions cloud
and blockchain, correlation of mobile connectivity and connected device indicates homogeneity of
respondent profile. Future research is recommended with a bigger and heterogeneous sample with
alternate methodology and theoretical background, which can cover the integrated application of
emergent innovations like IoT and Analytics, Cloud and Blockchain in building connected digital
society in India.
21
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26
Bhaskar Choudhuri is an executive research fellow in Indian Institute of Management Rohtak, India in the domain
of Management Information Systems. His research interest focuses on Digital Transformation in India. He has
done his post graduation from the University of Sheffield, UK and graduation from Jadavpur University, India.
He has 21 years of work experience across various countries in technology consulting, business development,
portfolio management in the digital transformation solutions and services business. He has held various strategic
leadership positions in companies like Siemens, Nokia, Ericsson in various industry sectors including Telecom,
Media, and Transportation domains.
Praveen Ranjan Srivastava is an Associate Professor in the Area of Information Technology Systems at Indian
Institute of Management (IIM) Rohtak. He did his Ph.D. in Computer Science and Engineering from Birla Institute
of Technology and Science, Pilani. During Ph.D. tenure he got various fellowship and awards from leading
organizations like Google, Microsoft etc. Dr. Srivastava received his Master of Technology (M.Tech) degree in
Software Engineering from MotiLal Nehru National Institute of Technology, Allahabad. Before joining IIM Rohtak,
he has served As a Faculty In the Department of computer science @ BITS Pilani, Pilani campus Rajasthan about
8 years. He is currently doing research in the area of Data analytics, E-commerce and software engineering using
nature inspired techniques. His research areas are software testing management, Analytics and E commerce,
Software Project Management, Quality assurance, Agile Modeling and Management etc. He has published research
papers in various leading international journals and conferences in the area of Information System/Computer science
and engineering. His H index is 15 and I index is 24. He has been actively involved in reviewing various research
papers submitted in his field to different leading journals and various international and national level conferences.
Shivam Gupta is a Professor at NEOMA Business School, France with a demonstrated history of working in the
higher education industry. Skilled in Statistics, Cloud Computing, Big Data Analytics, Artificial Intelligence and
Sustainability. Strong education professional with a Doctor of Philosophy (PhD) focused in Cloud Computing
and Operations Management from Indian Institute of Technology (IIT) Kanpur. Followed by PhD, postdoctoral
research was pursued at Freie Universität Berlin and SUSTech, China. He has completed HDR from University
of Montpellier, France. He has published several research papers in reputed journals and has been the recipient
of the International Young Scientist Award by the National Natural Science Foundation of China (NSFC) in 2017
and winner of the 2017 Emerald South Asia LIS award.
Ajay Kumar is an Assistant Professor at the AIM Research Center on Artificial Intelligence in Value Creation, Emlyon
Business School. His expertise lies in helping companies leverage data-science, machine learning, AI, and business
analytics for competitive advantage and to understand of how consumers, firms, industries and societies are being
reshaped by the big-data and business analytics revolution. His research and teaching interests are in data and text
mining, decision support systems, machine learning, business intelligence, deep learning, and enterprise modeling.
Surajit Bag is an Associate Professor in the Department of Supply Chain Management/ Information Systems,
Rabat Business School, International University of Rabat, Morocco. He holds two PhD’s in Logistics and Supply
Chain Management from the University of Johannesburg, South Africa and University of Petroleum and Energy
Studies, India. He has attended Management Development Program (MDP) in Multivariate data analysis from
Indian Institute of Technology, Kharagpur. He has also attended Management Development Program in Operations
Research from Banaras Hindu University. He has got more than eleven years of industry experience. His areas of
research interest are Industrial supply chain automation, Industry 4.0, Buyer-Supplier relationship, Supply chain
process optimization and Business excellence. He has attended several National and International conferences
and has published in ABDC and ABS listed journals. He is the proud recipient of “AIMS-IRMA Young Management
Researcher Award 2016” for his significant contribution towards management research.
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Determinants of Smart Digital Infrastructure

Shivam Gupta, NEOMA Business School, France*

Ajay Kumar, EMLYON Business School, France

Surajit Bag, Rabat Business School, International University of Rabat, Morocco

DOI: 10.4018/JGIM.295976 *Corresponding Author

Figure 1. Digital India Program (Source: https://csc.gov.in)

1.1. India’s Digital Journey

1.2. Digital Transformation and Governance

1.3. Challenges of Digital India

1.4. Urban Digitization

1.5. Digital Technology and Innovation

1.6. Research Outline

Table 1. Summary of recent literature

Reference Purpose Methodology Conclusion and outcome Limitations

Apeksha TAM Citizen’s adoption is dependent on their Conceptual model based on

Primary data Impact of other

Small towns have inadequate digital network

Criado and Public value Theoretical Open and collaborative innovation of

Digital public Theoretical

Homogenous data sample

Dutch governance model

Digital Divide and Single secondary data source

Crisis management in situation like Covid Text analytics on social

Challenges Interpretive Factors used in models

3.1 Theoretical Background

3.2 Research Gap

Figure 2. Research coverage and research Gaps

3.3 Research Question

3.4 Research Methods

Figure 3. Research method

4. DATA AND ANALYSIS

- Interview response coding and categorization through a manual key process

Figure 4. Data analysis process

4.1. Interview Response Data Analysis

Table 2. Codes to Category conversion using Grounded Theory

4.2. Automated Validation of Analysis

Table 3. Category wise Key Phrase and Entity extraction

4.3. Sentiment Analysis

Figure 5. Aggregated Sentiment score analysis for 2nd order categories

Figure 6. Percentage difference between Positive and Negative Sentiment

4.4. Aggregated Trend Analysis

Figure 7. Word cloud summary of all interview finding (www.jasondavies.com)

4.5. Secondary Data Analysis

Table 5. Complex Ecosystem of digital Technology and service providers

• Technology Entrepreneurship: Literature review shows IoT, Cloud, Analytics, Mobile,

Table 6. Dominant technologies influencing various sectoral user applications

Figure 8. Determinants of urban digital infrastructure

5. FINDINGS AND DISCUSSION

5.1. Technology Cost

5.2. Data Analytics and AIML

5.3. IoT and Connected Devices

5.4. Knowledge and Literacy

5.5. Integrated SmartCity

5.6. Sustainable Innovation

5.7. Ecosystem Integration

5.8. Theoretical Contribution

6.1. Governance and Social Implications

6.2. Managerial and User Implications